Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. CCaaS is the acronym for Contact Center as a Service. That resulted in the innovation of cloud-based contact center software.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

ShepHyken

OCTOBER 27, 2017

From contact centers to email marketing campaigns, we’ve seen it all. Empathy isn’t restricted to its dictionary definition as the “ability to understand and share the feelings of another.” The post Guest Blog: Empathy – What Your Customer Service Strategy Is Missing appeared first on Shep Hyken.

Customer Service 208

Customer Service Customer centricity Enterprise Personalization 208

NobelBiz

JULY 13, 2021

This is definitely the fundamental factor to be taken into account. How can you recognize the finest telecom provider for your contact center? The post What You Should Consider Before Choosing A Contact Center Telecom Provider appeared first on NobelBiz®.

Contact Center 93

Contact Center voip Accountability contact center solutions 93

Callminer

APRIL 23, 2019

Ensure that you are operating under the correct understanding of PCI compliance for your contact center. The post What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices appeared first on CallMiner. Partners; Twitter: @ISPartnersLLC. Implement role-based security logins. “In

Best practices 159

Best practices Call Center Banking Contact Center 159

ShepHyken

NOVEMBER 23, 2018

Your service speed depends on factors like the contact channel (e.g. An accurate reply won’t necessarily increase satisfaction, but a lack of accuracy will definitely decrease it. He and his team share tips about customer service and communication on the Userlike Blog. Element #2: Accurate. Accuracy is a baseline.

Customer Support 168

Customer Support Customer effort Self service Metrics 168

Expivia

OCTOBER 4, 2021

If your business has customers, they need a way to contact you. And someone definitely needs to answer those calls, emails, and messages. This is when contact center outsourcing comes into play. Contact center outsourcing can take the weight of customer management off your shoulders. Save Time and Money.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Fonolo

APRIL 17, 2018

Even more astonishing is that most call centers would name the same target value for that metric: the magical “80/20”. Contact centers are realizing more and more that adhering too closely to this one metric may not yield optimal results. Definitions. Why 80/20 is Probably the Wrong Service Level for Your Call Center.

Service level 106

Service level Contact Center Abandon rate Call Center 106

Expivia

NOVEMBER 9, 2021

Keeping up with current contact center trends is a crucial part of being a world-leading customer service provider. You need to discover the latest technology, innovation, and process improvements to improve your call center and provide your customers with the best possible experience. And we’re already seeing it today.”.

Contact Center 86

Contact Center Chatbots Call Center Analytics 86

TechSee

AUGUST 14, 2023

Follow on LinkedIn Dan Smitley, Workforce Management and Contact Center Guru As an experienced public speaker and thought leader, Dan is passionate about leveraging workforce management, contact center operations, strategic thinking, project planning, and data analytics to help companies, customers, and front-line employees succeed.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained. Experience on the Frontline.

Contact Center 52

Contact Center Morale Coaching Technology 52

OrecX

OCTOBER 26, 2018

Blog Posts: Do's and Don'ts of Selecting a Call Recorder. How GDPR Impacts American Contact Centers. Call Center Terminology (over 300 terms and definitions). Below are a variety of those resources which you may find useful. What to Expect from a Call Recording Solution. Podcasts: Who Benefits from Call Recording?

Contact Center 54

Contact Center Call Center Customer Service 54

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 99

Contact Center Call Center Self service Surveys 99

Aspect

JANUARY 3, 2018

Marc Benioff, Founder, CEO, and Chairman of Salesforce said it best, “ If someone asks me what cloud computing is, I try not to get bogged down with definitions. If your contact center is not already thinking seriously about the cloud, there might be a lesson to be taken from other soft ware users. That’s only two years out.

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

Expivia

MAY 4, 2021

While we’re not there yet, AI is definitely a growing trend in the customer service industry. Is AI overtaking your contact center right now? Is your call center ready to integrate artificial intelligence? But, we’ll try to show you how you can use AI to your advantage at your contact center.

Contact Center 52

Contact Center Interactive Voice Response Self service Call Center 52

Expivia

MAY 2, 2021

While we’re not there yet, AI is definitely a growing trend in the customer service industry. Is AI overtaking your contact center right now? Is your call center ready to integrate artificial intelligence? But, we’ll try to show you how you can use AI to your advantage at your contact center.

Contact Center 52

Contact Center Interactive Voice Response Self service Call Center 52

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

Fonolo

JANUARY 23, 2019

This post was supposed to be about the “Top Contact Center Acquisitions of 2018”, but two significant deals occurred in the last two weeks, and I didn’t want to wait another year to include them on the list. We continue to see a very active M&A market in the contact center space. Twilio Buys SendGrid for $2b.

Contact Center 62

Contact Center Gamification Call Center Marketing 62

NICE inContact

NOVEMBER 12, 2018

Contact centers are a powerhouse to deliver that exceptional experience across the entire customer journey starting from awareness, interest to purchase, service and advocacy. Contact Center Customer Experience can be enhanced every step of the way as customers interact with the brand.

Contact Center 48

Contact Center Customer Experience Interactive Voice Response Self service 48

Beyond Philosophy

APRIL 14, 2022

McDermott recognizes that the contact center as a cost center is a strong mentality. The traditional mindset of a contact center is to handle the problem and not cross-sell the existing customer to a higher plan level. However, Shopify recognizes that the contact center employees were the ones talking to customers.

Contact Center 195

Contact Center Upselling Engineering Education 195

NICE inContact

OCTOBER 29, 2019

But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs. million calls and 1.5

contact center solutions 48

contact center solutions Contact Center Abandon rate Business Process Outsourcing 48

VocalCom

NOVEMBER 12, 2018

A contact center is the backbone of a company’s customer service department. As customer experience is a top priority for brands these days, a well-functioning contact center is vital to winning customer loyalty. Here are five qualities of an exceptional contact center that lead to outstanding customer service.

Contact Center 48

Contact Center Contact center software Average Handle Time CRM 48

Fonolo

AUGUST 1, 2018

Google made a major announcement at their “Cloud Next” event with the launch of Contact Center AI. It was the second time this month that the contact center world was rocked by a Google announcement. Analyst Sheila McGee Smith has a great slideshow here: Google Embraces the Contact Center.

Contact Center 52

Contact Center Call Center Interactive Voice Response Chatbots 52

NICE inContact

NOVEMBER 26, 2018

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations.

outsourcing 48

outsourcing Contact Center Cloud contact Contact center software 48

Global Response

JULY 28, 2023

And with so many types of loyalty programs to choose from—points-based, tiers-based, paid, free—there’s definitely a format that will meet your customer expectations and business needs. The post 5 Ways a Contact Center Can Help Improve Customer Retention appeared first on Global Response.

Customer retention 62

Customer retention Contact Center outsourcing Feedback 62

VHT

SEPTEMBER 20, 2018

That means we need to start thinking about planning and scheduling for the best 2019 contact center conferences. Here are some of the most anticipated 2019 contact center conferences that are definitely worth your time to attend. CCW: Customer Contact Week – Austin, TX – Dates TBD.

Contact Center 48

Contact Center Real estate Chief Customer Officer B2B 48

Beyond Philosophy

AUGUST 25, 2022

Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. The definition is a bit fluid at the moment. I would add that proactive experiences also save organizations money by preempting a contact at the contact center.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

NICE inContact

MARCH 21, 2018

In part one of this blog series, we looked at the basic differences between cloud native and cloud hosted models and in part two on some of the pros and cons of the two models as it relates to IT leaders. This part will focus on the two models from the perspective of a Contact Center Operations Leader. You can now achieve that.

Contact Center 57

Contact Center Customer Experience Finance Scripts 57

Customer Service Life

OCTOBER 28, 2023

Image by Gerd Altmann from Pixabay Early in my career as a contact center manager, I did many things that make me cringe nowadays. In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. actually means, “Customer, you’ve been talking for a long time.

Contact Center 104

Contact Center Average Handle Time Surveys Customer Support 104

3CLogic

APRIL 10, 2024

With 48% of consumers stating they believe the lack of human interaction will negatively affect the service quality, and 54% of customers preferring to solve issues over the phone , offering seamless voice interactions is crucial for any leading contact center organization.

Management 59

Management Call Logging CRM Call flow 59

CX Accelerator

JULY 1, 2020

Even for prepared companies, this pandemic definitely battle tested the maturity of those BC plans and their digital maturity. However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret for not changing sooner.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

NICE inContact

APRIL 4, 2018

Contact centers are no exceptions, a bit slower than application market in terms of cloud adoption given the behemoth telephony component. But with voice moving to the data world, we are definitely seeing the switch. We all know that a disaster recovery or a business volatility will immediately impact contact centers.

Contact Center 48

Contact Center Finance Cloud contact Enterprise 48

NICE inContact

DECEMBER 6, 2018

Contact center SLAs can be external, for example in a contract with a customer for an Outsourcer (aka BPO), or internal, to measure, document and communicate your contact center’s performance for stakeholders within your organization, or to compare with other contact centers. Here’s the formula: .

Contact Center 48

Contact Center Abandon Call Service level outsourcing 48

Calabrio

OCTOBER 6, 2016

Your contact center is a superhero? You might be surprised—after all, contact centers are often: Under-valued by the larger organization. Viewed purely as a cost center. Not exactly the standard definition for a superhero. Profile of a Contact Center Superhero. Under-funded.

Contact Center 40

Contact Center contact center workforce Customer centricity Self service 40

Monet Software

OCTOBER 3, 2019

Whether you are the CEO, COO, QA Analyst or Customer Service Agent, the number one goal of your contact center is to deliver a quality experience that lends itself to an increase in customer satisfaction. Contact Quality. If you want to drive up your CSAT, you need to look more closely at the quality of your agents’ work.

Contact Center 59

Contact Center Metrics Average Handle Time Management 59

Beyond Philosophy

OCTOBER 21, 2021

Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic. Through the lens of the contact center space, his definition focuses on the Customer Service part of Customer Experience. They had to adapt, quickly.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

NICE inContact

AUGUST 22, 2017

Given millennial customer satisfaction is only 33%, there is definite frustration within this large consumer segment. In order to meet the needs of millennials, and younger generations, chat should be a factor in contact center channel planning. The post 33% CSAT for Millennials – Is Your Contact Center Missing Something?

Contact Center 56

Contact Center Marketing Personalization Customer Experience 56

Avaya

FEBRUARY 13, 2018

If you have customers that are 55 and under you need a customer experience plan to address digital channel preferences and AI in contact centers now, before it’s too late. These are definitely true, but only part of the equation. What You Need to Know About Contact Center Automation. Contact us to learn more.

Contact Center 67

Contact Center Journey mapping Interactive Voice Response Self service 67